Zendesk Release Notes

See the What's New section for an overview of what was released last month.
This week's release notes include:

• Copilot
• AI Agents Advanced
• App Marketplace
• Zendesk Workforce Management (WFM)
• Products with no updates this week

Copilot

New:

• Intelligent triage: The list of intents shows the absolute and percentage number of tickets that were classified with the intent in the last 30 days

AI Agents Advanced

New:

• Native Search is now available in the AI Agents Advanced dialogue builder for everyone.
  Fixed:
• An issue has been fixed that resulted in dropdown menu items being cut off in the dialogue builder, making some of the content unreadable.
• Citations from CSV sources are now working again

App Marketplace

New:

• Eloquent AI (Support)
  • Eloquent AI is a customer service automation platform that empowers support teams with intelligent AI assistants. Its technology helps businesses deliver faster, more accurate responses while reducing operational costs. The Eloquent AI integration for Zendesk adds an AI-powered chat assistant directly into your ticket sidebar. Support agents can ask natural language questions to quickly retrieve customer data, transactions, and account information, get instant AI-generated responses based on your connected business systems, access contextual information without switching between multiple tools, and speed up ticket resolution with intelligent data lookup.
• NGB Billbee Orders (Support)
  • NGB Billbee Orders is brought to you by Natural Goods Berlin, an e-commerce brand and tools builder focused on making operations and customer support more efficient. This app shows Billbee orders for the current ticket requester based on their email address and displays key order details, including order date, SKUs, and a direct link to the order in Billbee. Bilbee Orders helps agents answer order-related questions faster without switching between Zendesk and Billbee.
• AI Quality Assurance by Pluno (Support)
  • AI Quality Assurance by Pluno replaces manual QA tasks with automated, criteria-based assessments directly tied to your expectations. The AI continuously reviews tickets, breaks down performance by each scoring criterion you set, shows exactly which standards were met, partially met, or not met at all, and enables you to see how performance trends are shifting over time. Support leaders get reliable coaching insights without spending hours in audits, and agents get fast, detailed feedback they can act on.
• Assign to Group (Support) (paid)
  • Assign to Group helps Zendesk administrators enforce structured ticket assignment rules and maintain data quality across support operations. The app gives you granular control over how tickets are assigned to groups by defining mandatory fields that must be completed before a ticket can be moved into a specific group.

Zendesk Workforce Management (WFM)

New:

• Team schedule: released the team schedule feature. Agents with a WFM Role that have scopes and permissions for it can now see the schedules of other agents in their configured scope. This is accessed via a toggle in the WFM agent schedule app inside Zendesk Support. More details here.
  Fixed:
• Time off reasons: introduced a validation preventing all reasons of a type (planned/unplanned) from being deleted. Each account must now have at least one reason for each type.
• Time off reasons now have a field for Description to allow users to clarify the intended use of that reason. This is exposed to agents when they are requesting time off via Zendesk WFM. More details here.

Products with no updates this week

• Support
• Knowledge
• Voice
• Messaging and live chat
• Mobile
• Zendesk QA

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What's New

Click Follow in the What's New section to be notified each month when the What's New is published.
In case you missed it, here's a recap of what was new in Zendesk in 2025:

• Support
• Copilot
• AI agents - Essential
• AI agents - Advanced
• Admin Center
• Accounts and billing
• Security
• Objects and business rules
• Messaging
• Knowledge
• Voice
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Support

Key updates

• Agents can pick between dark mode or light mode in the Support ticketing system. When activated in Admin Center, dark mode in Support provides agents with the flexibility to choose the interface that best suits their needs. See Using dark mode.
• Approval requests for tickets is now available. With approvals, your team can send approval requests to other team members or registered end users directly from the Agent Workspace. Approvals is designed to work well for customer service and employee service scenarios. See Understanding approvals and how they work.
• Agents can identify when outbound email delivery failures have occurred. Warning messages provide information about which recipient didn't receive the email and why, including SMTP error codes to help troubleshoot the problem. See Understanding email delivery failures in the Zendesk Agent Workspace.
• Side conversations are now available in the Support mobile app. Agents can view and reply to email-based side conversations on a ticket in the iOS and Android mobile apps, helping your team collaborate with anyone - teammates, other departments or external partners - without ever leaving the ticket. See Working with tickets in the Support mobile app.

Additional enhancements

• Zendesk generates ticket events when ticket CCs are modified during a user merge. This change provides greater visibility into user merge-related activity. See Viewing all events for ticket updates.
• The Advanced Data Privacy and Protection add-on can now detect PII in 20 additional languages. See Zendesk language support by product.
• New configuration settings for side conversations give admins greater control over ticket conversation performance. New settings include: Only show agent email addresses, Allow dynamic subdomain detection, and Use signature in side conversations. Previously, these options were available only with assistance from Zendesk Customer Support. See Activating and configuring side conversations.
• A new granular permission allows agents in custom roles to create and edit end users without the ability to delete them, enhancing security and operational control by decoupling these actions. See Creating custom roles and assigning agents.
• Enhanced dynamic filtering for lookup relationship fields makes it possible to build filter data availability in all lookup relationship fields, across all objects. Additionally, filtering lookup relationship fields now supports the operators matches and does not match, making it easier to include and exclude data. See Using lookup relationship fields.
• You can import up to 300 recent emails when adding support addresses using the Microsoft Exchange connector or Gmail connector, simplifying the onboarding process. Previously, import was not available on the Exchange connector.
• Sender authentication has been enhanced, allowing you to select the level of protection you need for different inbound email pathways. See Turning on sender authentication.
• Rich text formatting (RTF) options are available for web and mobile messaging channels. Previously, RTF options were limited to email channels and internal notes. See Rich text formatting options reference.
• Agent and end-user approvers can now add and view comments on approval requests assigned to them. Approval request comments allow the approval requests to be a single-source of information related to the request, preventing the need to fracture conversations about pending approval requests across other channels. See Responding to approval requests as an agent and Responding to approval requests as an end user.
• Approval requests can be assigned to a group of agents instead of a single individual, enabling any agent in the group to respond and complete the request. See Creating approval requests.
• Admins can control the visibility of requests across brands. See Configuring the visibility of user requests across brands in the help center Customer Portal.
• AI-powered conditions are available in contextual workspaces, enabling admins to create more dynamic and personalized workspaces. The new conditions include AI fields, along with custom ticket fields. See Setting up contextual workspaces.
• Admins can deactivate Agent Home if desired. Previously, accounts that were automatically upgraded to Agent Home as the default could not deactivate it. See Using Agent Home to manage your work efficiently.
• You can now print a printer-friendly version of any side conversation from any channel, including email, Microsoft Teams, Slack, and child tickets. See Printing tickets.
• Channel switching logic for inactive messages has been improved. Default privacy settings now apply to inactive messages and email replies. See About channel switching logic in the ticket composer.
• Improvements to the Custom object records page make it easier for agents and admins to use the record lists and see more information about the records with fewer clicks. See About the Custom object records page.
• You can now search dynamic content by title and placeholder. Previously, admins could only search by the content in variants. See Providing multiple language support with dynamic content.
• Side conversations are available exclusively in the context panel. See Using the context panel.
• A new setting is available to turn on draft mode for comments by default. Instead of requiring each agent to turn on draft mode for themselves, admins can set draft mode to be on by default for all agents in all tickets. See Automatically activating and deactivating draft mode.
• If Agent as requester settings hide internal notes, agents lose access to their tickets if they don’t belong to the ticket's group or brand. This allows agents to submit tickets on behalf of others while controlling ticket access and visibility. See Restricting agent access on tickets where they're the requester.
• Slovak and Ukrainian language support has been officially added across Zendesk products. See Zendesk language support by product.
• Department spaces now works seamlessly with omnichannel routing. Previously, using these features together required special configuration to avoid routing issues. Now, tickets are only assigned to agents who are members of the ticket's brand. See Restricting agent ticket access by brand (department spaces).
• Brand memberships can now be managed directly from the agent's profile. See Restricting agent ticket access by brand.
• Assigning brands to new team members has been streamlined. Instead of manually assigning brands every time you add a team member, you can now assign team members to all brands by default. See Configuring brand membership settings for new team members.
• A No brand filter has been added to the Team members page, allowing you to quickly identify agents who are missing a brand assignment. See Filtering team members by brand.
• Admins can manage team members' group membership in bulk, instead of managing each individually on the Team members page, and admins can view and filter team members by their group membership. See Viewing and managing team member group membership.

[The content continues with detailed updates on Copilot AI, AI agents - Essential, AI agents - Advanced, Admin Center, Accounts and billing, Security, Objects and business rules, Messaging, Knowledge, Voice, Analytics, Workforce management, Quality assurance, Apps and integrations, and additional enhancements.]

Original source Report a problem

This week's release notes include:

• Admin Center
• Analytics
• App Marketplace
• Products with no updates this week

Admin Center

New:

We're continuing the rollout to update the look of the team member and end user sign-in experiences.

Analytics

New:

• We've expanded dashboard restrictions to all datasets and now support a wider range of dynamic attributes, including email and locale. Additionally, the dashboard restriction limit for Explore Enterprise plans has increased from 100 to 500. See Dynamically adapting dashboard data based on viewer.
• Drill-in is now enabled on all reports on the Zendesk Messaging prebuilt dashboard.

App Marketplace

New:

• Auto Knowledge Base (Support)
  • Auto Knowledge Base analyzes solved support tickets and turns them into Knowledge Base drafts. Instead of asking agents to manually write or maintain articles, the app learns from real support conversations. When a ticket is resolved, Auto Knowledge Base determines whether an existing article should be updated or a new one created. It then creates a draft article in Zendesk Knowledge. Your team can review, edit, and publish the draft when ready. Nothing is published automatically.
• SequenceShift Payline (Support)
  • SequenceShift Payline brings PCI-DSS compliant Amazon Connect phone payment processing to your Zendesk for Contact Center. Payline enables secure, agent-assisted credit card payments without exposing agents to sensitive data. Agents maintain voice communication with customers while credit card information is captured separately via phone keypad or via voice, keeping agents completely isolated from payment data. The customer enters their card details using their phone keypad or provides them verbally while the agent guides them through the process. Card data is securely captured, encrypted, and transmitted directly to your payment provider—agents never see, hear, or access sensitive information.
• Resolver AI (Support) (paid)
  • Resolver AI is a retrieval-augmented generation (RAG) Zendesk app that helps agents draft accurate, policy-aligned customer responses in seconds—directly inside the ticket. Instead of “guessing,” Resolver AI retrieves the most relevant Zendesk Help Center articles and synced internal documents and uses them (along with the latest customer query and optional agent instructions) to generate a grounded, high-quality draft response. Ideal for reducing handle time, improving consistency, and ensuring every response stays aligned with approved support content.
• Automox ITSM (Support)
  • Automox ITSM brings the power of Automox endpoint management directly into your Zendesk workflow. Give your IT support agents real-time visibility into device health, patch status, and compliance without leaving the ticket interface. Instantly view device hostname, operating system, status, and last check-in time, automatically link devices based on ticket requester email address, manually search by hostname or email when automatic matching isn't available, and see device compliance status at a glance with visual indicators

Products with no updates this week

• Support
• Copilot
• AI Agents Advanced
• Knowledge
• Voice
• Messaging and live chat
• Mobile
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

Click Follow in the What's New section to be notified each month when the What's New is published.
Check out what's new in the last month:

• Support
• AI agents
• Objects and business rules
• Security
• Voice
• Analytics
• Workforce management
• Quality assurance
• Developers
  Also don't miss:
• Zendesk early access programs
• What's new videos on YouTube

Support

• End-user approvers can now add and view comments on approval requests assigned to them. Approval request comments allow the approval requests to be a single-source of information related to the request, preventing the need to fracture conversations about pending approval requests across other channels. To enable end user comments on approval requests, your help centers must use the latest Copenhagen theme or update custom themes manually. See Responding to approval requests as an end user.
• The custom file type allowlist allows admins to specify which file types agents and end users can upload in tickets, enhancing security and file management. This setting is available in Admin Center and applies to all plans. See Setting allowed file types for attachments.
• The Email page in Admin Center has been modernized. With a new page layout, related email settings are grouped together, making them easier to find. See Email resources for more information on configuring email settings in Admin Center.
• Slovak and Ukrainian language support has been officially added across Zendesk products, providing a localized experience that improves accessibility and usability for Slovak- and Ukrainian-speaking users. See Zendesk language support by product.

AI agents

• You can now add escalation blocks in dialogues for advanced email AI agents. You can also define how many use cases an advanced email AI agent can complete before handing the conversation over to a human agent. These improvements make it easier to control escalation flows during email conversations. See Configuring escalation strategies and flows for advanced AI agents.
• A new report shows details about use case performance over time for advanced AI agents. This information helps you understand how a specific use case has contributed to your organization’s overall automation success. See Analyzing advanced AI agent performance with the reporting dashboard.

Objects and business rules

• Action flows can now be triggered by updates to custom ticket fields and custom user fields, enabling automation of workflows based on specific field values, including during ticket or user creation. See Creating action flows to automate processes across Zendesk and external systems.
• Support for custom objects in Marketplace apps allows developers to use and create custom objects and object triggers within Marketplace apps. App support for custom objects enables seamless integration of additional custom data into agent workflows. This also makes it possible for apps to migrate to the new custom object experience in preparation for the removal of legacy custom objects. See Specifying app requirements.
• Approval requests can be assigned to a group of agents instead of a single individual, enabling any agent in the group to respond and complete the request. This improves resolution speed and flexibility. Admins should review their groups for optimal use. See Creating approval requests.
• The BambooHR and Workday external actions have been introduced for Zendesk's action builder, enabling secure integration with these HR platforms to automate employee-related processes such as onboarding, HRIS updates, ticket routing, and time-off requests. These actions reduce manual work and support deeper HRIS integrations. See Using BambooHR actions in action flows and Using Workday actions in action flows.

Security

• Two-factor authentication (2FA) email delivery is available as an additional method for receiving 2FA passcodes, providing users more flexibility and convenience. Additionally, 2FA verification is now required on every sign-in for users with 2FA turned on. See Managing two-factor authentication.
• Data masking capabilities have been expanded to include light agent roles, allowing them to see only necessary personally identifiable information (PII) while protecting sensitive data and supporting GDPR compliance. This feature is available to Advanced Data Privacy and Protection (ADPP) customers and can be activated in Admin Center. See Turning on and configuring data masking.
• The enhanced access log provides clearer, more actionable insights by adding detailed business context, accurate product categories, and concise summaries to each log entry. These enhancements are immediately available for customers with the Advanced Data Privacy and Protection add-on. See Using the access log to monitor agent activity.

Voice

• The secure media (TLS/SRTP) support for SIP-IN setting encrypts SIP signaling with TLS and media with SRTP, enhancing call security by rejecting non-encrypted calls. This per-line setting can be enabled in Admin Center. See Adding a SIP-IN line.

Analytics

• Real-time monitoring dashboards have been enhanced with recent-history metrics for incoming tickets and agent productivity, including a new leaderboard. SLA live reporting now shows ticket-level SLA statuses, new visualizations, and filters by SLA status and policy. Skills and tags filters are added to incoming tickets and ticket progress dashboards. See About real-time monitoring dashboards.

Workforce management

• Location events in workforce management (WFM) audit logs have been added to track actions, such as creation, updates, and deletions of locations, shifts, and folders. This enhancement improves monitoring, compliance, and troubleshooting. See Viewing the WFM audit log for changes.

Quality assurance

• Intelligent filters are a new set of AI-powered conversation filters that automatically detect predefined conditions like agent escalations, AI agent conversations, and frustrated AI interactions, enabling faster insights and easier data analysis. These filters can be combined with existing filters and used in assignments. See Understanding conversation filter types in Zendesk QA.

Developers

• Embedded mode for the Web Widget lets developers place the Web Widget inside a specific HTML container on your page, rather than displaying it as a floating overlay with a fixed position. The widget automatically fills the dimensions of your chosen container, giving you control over exactly where and how it appears. See Web Widget embedded mode.

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Admin Center

New:

• Zendesk now offers email as an additional option for receiving two-factor authentication (2FA) passcodes. In addition, two-factor authentication is now required with every sign-in for users with 2FA enabled. See Managing two-factor authentication.

Fixed:

• As we prepare for the removal of password access for APIs on January 12, 2026, we have proactively removed the functionality from accounts that are not using it.

Support

New:

• We've introduced BambooHR and Workday connectors for use in action flows. See Using BambooHR actions in action flows and Using Workday actions in action flows.
• Developers can now leverage Custom Objects V2 and object triggers when building public or private apps for Zendesk Marketplace. This update introduces a richer framework for customization and automation, expanding what developers and admins can achieve within Zendesk. See Specifying app requirements.

Voice and Contact Center

New :

• We’re excited to introduce support for secure media, Transport Layer Security (TLS), and Secure Real-time Transport Protocol (SRTP), for SIP‑IN in Voice. This adds transport-layer and media encryption for your SIP signaling and audio, helping protect conversations from interception and tampering. See Adding a SIP-IN line.

Analytics

New:

• The real‑time monitoring dashboards now include recent-history metrics for incoming tickets and agent productivity (including a new leaderboard). We've also introduced SLA live reporting with ticket‑level SLA status and new visualizations.

App Marketplace

New:

• 5CA AICX Translation Tool (Support)
  • 5CA AICX Translation Tool combines scalable cloud infrastructure, native-language agents, and AI-driven tools to enhance service quality and efficiency. The AICX Translate App facilitates AI language translation for thousands of users worldwide while they work on Zendesk Support tickets.
• ChurnZero for Zendesk Guide (Support)
  • ChurnZero for Zendesk Guide allows you to understand how your customers use your product, assess their health and likelihood to renew, and give you the means to personalize the customer experience through timely and relevant customer touchpoints. Integrate your Zendesk Guide instance with ChurnZero to provide helpful product and process context to ChurnZero AI Agents.
• AntiSpam (Support)
  • AntiSpam stops spam tickets that fill up your support queue. No more sales emails, fake inquiries, or robot messages wasting your team's time - no matter your industry. AI identifies spam tickets in seconds with 99% accuracy across all sectors. New tickets get checked right away. Spam gets tagged and moved out of your main queue. Check blocked tickets in the 'AntiSpam' view. Review and correct any mistakes with one click.

Zendesk Workforce Management (WFM)

New:

• The Forecast vs Actual EAP unveils a dynamic new reporting feature, offering users the ability to directly compare forecasted data with actual performance metrics within their operations. If interested, see How do I sign up for the Forecast vs Actual EAP?
  Fixed:
• Reporting and Monitoring:
  ◦ Fixed a bug in the Occupancy calculation. The formula was updated to: (Ticket time + Productive general task time) / (Ticket time + Productive general task time + Untracked time + Unproductive general task time). Read more.

Products with no updates this week

• Mobile
• Chat & messaging
• Copilot
• AI agents and Knowledge
• Zendesk QA

Original source Report a problem

What's New

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Support
• AI agents and Knowledge
• Copilot
• App Marketplace
• Zendesk Workforce Management (WFM)
• Products with no updates this week

Support

New:

• In Action Builder, action flows can now be triggered by changes in ticket and user custom field values.

AI agents and Knowledge

New:

• The automation potential for AI Agents EAP has been opened up to more customers.
• The automation potential EAP introduced article generation from knowledge gaps.
• Updated the auto theme updater for quick answers. Eligible accounts can use the theme updater to update their theme with the generative search helper automatically.

Fixed:

• Knowledge Graph: Knowledge in the Agent Workspace supports up to 50 external sources in the search filters.

Copilot

New:

• Intelligent triage
  • It's now possible to see the number of tickets classified per intent in the Intent page in Admin Center.
  • Removed the detection of entities in internal notes.

App Marketplace

New:

• IdentityCheck (Sell)
  • IdentityCheck brings compliant identity verification and screening workflows directly into Zendesk Sell. Sales and compliance teams can trigger Know Your Customer (KYC) checks, securely collect ID documents, run PEP/sanctions/adverse media screening, and attach results to the Sell record — all without leaving Zendesk Sell.
• MCP Server (Support)
  • MCP Server is a powerful, user-friendly solution that brings the full potential of AI directly into your Zendesk Support workflows. This app acts as a secure bridge between Zendesk and any MCP-compatible AI assistant, letting you unlock smarter ticket analysis, AI-powered suggestions, and insightful reporting without juggling extra tools.
• Responder AI (Support)
  • Responder AI is a lightweight yet powerful Zendesk app that helps agents craft high-quality customer responses in seconds. It combines your command, the customer’s latest message, and their name to generate a clear, personalized, and context-aware reply—without leaving the ticket.
• Quick Table (Support)
  • Quick Table makes it easy for Zendesk agents to add clean, structured tables to ticket replies without leaving the editor or copy-pasting from other tools. Click the table icon in the editor, choose your desired rows and columns from the quick-select grid, and instantly insert a formatted table into your reply.
• Deflection AI by Pluno (Support)
  • Deflection AI by Pluno identifies tickets and chats suitable for self-service, responds instantly using your knowledge base formed of past resolutions, internal and external docs, and help center. Escalate conversations that truly require an agent with full context. With customizable auto-assignment triggers, ticket and messaging-channel coverage, resolved-chat syncing, and configurable naming rules, Deflection AI gives your team complete control and your users an exceptional experience.
• Ticket Fields AI Agent by Macha (Support)
  • Ticket Fields AI Agent by Macha reads incoming messages and fills your defined fields instantly.
    Admins can add custom instructions for each field or let the AI decide based on context. Define exactly how you want each field filled. Add unique rules, keywords, and instructions so the AI behaves just like your team would.
• Flow by Knots (Support)
  • Flow by Knots is a visual AI-orchestration platform designed to help you automate and optimize complex processes in Zendesk, from interpreting data to coordinating multi-step workflows. Preprocess ticket data with AI before it reaches an agent, extract structured fields from emails, documents, attachments, or other unstructured formats, route information to Zendesk or external systems with precision, and use AI to understand, normalize, categorize, or transform incoming content.
• Sangha 128 (Theme)
  • Sangha 128 is a sleek, modern Zendesk theme crafted for Travel & Hospitality brands, ideal for hotels and resorts. Its highly customizable homepage is fully modular—sections can be shown or hidden with simple toggles, allowing you to tailor the layout to your needs.

Zendesk Workforce Management (WFM)

New:

• WFM roles and permissions: Users who are not assigned to a team are visible to all roles that have the preset "all" in the configuration for "Teams scope".

Products with no updates this week

• Mobile
• Chat & messaging
• Voice
• Analytics
• Admin Center
• Zendesk QA

Original source Report a problem

This week's release notes include:

• AI agents - Advanced
• Copilot
• App Marketplace
• Products with no updates this week

AI agents - Advanced

New:

• You can now customize how many consecutive use cases the advanced email AI agent can handle before stopping the automation.
• Escalation blocks have been introduced to advanced email AI agents.
• Introduced a toggle enabling users to view charts in either whole conversation counts or percentage format relative to total conversations.

Fixed:

• Fixed a bug where, if in an action multiple parameters were used in the same field and one of them was missing, the whole field value became undefined.

Copilot

New:

• AI Recommendations are now available across Admin Center. Read more.

Fixed:

• Deprecated the intelligent triage setting “Values in subsequent interactions” in entity detection, due to it not being useful for customers.

App Marketplace

New:

• Attachments from ZenSuite (Support)
  • Easily view, select, and download all ticket attachments. Attachment Manager simplifies handling ticket attachments for Zendesk agents. It automatically organizes and displays all attachments from ticket comments, allowing you to preview, select, and bulk download files — all within the Zendesk sidebar.
• SiteSage AI from SiteSage (Support)
  • AI-powered responses based on your own company data and systems. SiteSage connects directly to your Zendesk workspace to streamline internal support tasks with focused, high-quality AI tools. Built for busy teams, not bots — SiteSage helps your agents move faster, stay consistent, and focus on what actually needs human attention.
• Help Center Health Check from Lotus Themes (Support)(Paid)
  • Know your knowledge base is healthy: Find broken links, broken images, and accessibility issues in your Help Center. Help Center Health Check scans all your Help Center articles for broken links, images, and content issues. Get confidence that your knowledge base is healthy and ready to help customers.
• No Wrong Attachments from Claps, LLC (Support)(Paid)
  • The No Wrong Attachments app provides a simple yet powerful way to prevent attachment errors. This app automatically lists all files attached before sending and requires you to review each one. This helps protect confidential information and prevents data leaks.

Products with no updates this week

• Support
• Mobile
• Chat & messaging
• Voice
• Knowledge
• Analytics
• Admin Center
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

What's new

• Support
• AI agents
• Copilot
• Objects and rules
• Accounts and billing
• Knowledge
• Security and data privacy
• Workforce management
• Messaging

Also don't miss

• Zendesk early access programs
• What's new videos on YouTube

Support

• Agents can now respond to approval requests with comments prior to approving or denying the request. Approval comments ensure all of the context necessary to reach a decision on an approval request is kept together and recorded, making the approval request process more efficient and transparent. See Responding to approval requests as an agent.
• A simple setup wizard for views is available to help Zendesk customers learn how to create custom views. The wizards shows admins how to create three simple views they can use to improve team priorities and workflows. See Zendesk Suite trial: Creating ticket views.
• The Views admin page in Admin Center has been modernized with unified filters, drag-and-drop reordering, a higher column limit, a configurable Status column, and CSV exports that show readable custom statuses. One of the key benefits is that you now order your list of views on a single page; you no longer have to deal with pagination with long lists. See Accessing and using the Views admin page.

AI agents

• (Essential) AI agents can now create AI-generated answers based on external content sources. This lets you leverage the content you've already created outside your Zendesk help center to deliver consistent, high-quality responses to customers in AI agent conversations. These external content sources include:
  • Confluence sites and spaces
  • Web-crawled content from public or authenticated websites
  • Other external records ingested through the Federated Search API
    See Connecting external content sources to an AI agent to power AI-generated answers.
• (Advanced) The navigation experience has been streamlined across all advanced AI agent types (expression-based, zero-training, and agentic AI). This makes it easier for admins to manage different types of AI agents. The following settings pages have moved in the sidebar:
  • Knowledge and Search rules are now available under Content > Knowledge.
  • Instructions and Persona are now available under Content > Personalization. Also note that the Persona page has been split into separate pages for Identity, Tone of voice, and Pronoun formality, representing the tabs that were previously present on the Persona page.
  • Entities are now available under Content. See Navigating the AI agents - Advanced add-on.

Copilot

• When creating a custom intent, you can now add intent categories and sub-categories directly in your account to group and organize custom intents. This makes it easier to reflect your business structure, improve visibility, and manage intents at scale. See Personalizing intelligent triage by creating custom intents.
• For auto assist procedures, you can view how each published version of the procedure performed and restore past versions as needed. Every time you update and publish an auto assist procedure, a new version is saved along with detailed revision tracking and performance metrics. See Viewing published procedure revisions and restoring a previous version.
• The procedures and articles used to generate auto assist suggestions will now be shown as part of the rationale in the composer. This helps you and your agents understand which sources were used by auto assist when generating suggestions. See Using auto assist to solve tickets.
• AI-powered recommendations are now available on a new Recommendations page in Admin Center and in Admin Center Home. You can also filter recommendations by type. See Reviewing and implementing AI recommendations to automate tasks.
• AI Expert coverage is now available for the Copilot add-on. The AI Expert recurring subscription service can help you with ongoing access to expertise, which includes onboarding, AI success planning, and AI expertise via consulting hours. See Announcing AI Expert coverage for the Copilot add-on.

Objects and rules

• Omnichannel routing now recognizes skill priorities for agents. When an agent has a high-priority skill, omnichannel routing searches all queues they receive work from and assigns tickets with the high-priority skill before assigning the agent any other tickets. See Creating agent skills to use for routing.
• You can now create deletion schedules for custom object records, which makes it possible to automatically manage your account storage devoted to the data stored in custom object records. Temporary and outdated records can be deleted automatically after a specified time has elapsed and other user-defined conditions are met. See Creating deletion schedules for custom object records.

Accounts and billing

• Zendesk Launchpad provides you with step-by-step instructions to set up your Zendesk account. Use Launchpad to set up Zendesk basics and to discover new features to try out. Use it as your one-stop location for getting the most out of your Zendesk account. See Using Launchpad to unlock the full potential of Zendesk.
• The account configuration management functionality is now available. You can inspect your production and sandbox environment's configuration, save snapshots of environment configurations, compare configurations between snapshots, and deploy configuration items from one environment to another. See Deploying account configurations from one environment to another.

Knowledge

• You can now use your ticket data and generative AI to create a help center. If you don’t yet have a help center or if your help center is incomplete or out of date, you can quickly create a new one based on your ticket ticket data from the last 30 days, your most common customer issues, and your key business data. See Creating help center content using ticket data and generative AI.

Security and data privacy

• Data masking is available for customers with the Advanced Data Privacy and Protection add-on. Data masking allows you to hide end-user names, phone numbers, and email addresses for agents in custom roles. See About data masking.
• Admins and agents with permission can create attachment deletion schedules. This lets you automatically delete attachments in bulk, helping you manage your data storage and comply with global privacy legislation. See Creating attachment deletion schedules.
• Admins can control whether end users can make authenticated API requests. Zendesk separated end-user API access from team member access so you can control end-user access specifically. See Turning on and off API password access for end users.

Workforce management

• Admins can now bulk replace tasks in the WFM schedule. Easily switch agents’ tasks to different ones in bulk. This can be handy when re-prioritizing workstreams for the day, switching a team’s focus to another channel, or simply replacing a cancelled meeting or event. See replacing tasks in bulk.
• The visibility of agent time off requests has been expanded. The sidebar now displays time off requests for a full year ahead, while maintaining the 30-day view for past requests. See Requesting time off.
• Audit logs in WFM now include workstream events. Workstream actions include creating and editing, adjustments to workstream prioritization, agent assignment and more. See Viewing the WFM audit log for changes.
• The staffing forecast calculation for WFM has been improved. Staffing forecast calculations and results are now rounded to one decimal place. See Understanding required staffing.

Messaging

• You can now add tags to messaging reminders. This update makes it easier to identify and track tickets where reminders were sent, and to build downstream processes that connect messaging reminders with other business workflows. See Sending conversation inactivity reminders to end users.

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See the What's New section for an overview of what was released last month.

This week's release notes include:

• Support
• Copilot
• App Marketplace
• Products with no updates this week

Support

New:

• On user and organization profile pages, you can use new filter options to narrow down your ticket lists better. This will allow you to find tickets more easily when the list becomes large and pagination becomes difficult. See Accessing and using the Organization page and Viewing tickets in a Support profile.

Copilot

New:

• Procedures and articles used to generate auto assist suggestions will now be shown as part of the rationale in the composer. This helps you and your agents understand which sources were used by auto assist when generating suggestions. See Using auto assist to solve tickets.

App Marketplace

New:

• Problem & Incident Manager from Integriq (Support)(Paid)
  • Track problems, see missing links to JIRA, and manage your bug process like never before. Complex bug workflows, scattered incidents, broken JIRA links, and messy problem–incident relationships slowing you down? Problem & Incident Manager is built to fix exactly these pain points — and to help teams manage their bug process like never before.
• Call Insights & Summary by Pluno from Pluno (Support)
  • Automatically extract summaries, transcripts, and insights from customer calls. Transcribe conversations, analyze content, and produce concise, easy-to-read summaries of the conversation. Organize information for sales, support, or research teams to save time and make smarter decisions.
• Character Limit and Attachment Restrict from Eclect inc. (Support)(Paid)
  • Regulate public comments based on character count and/or attachments. Displays an alert and prevents sending public comments when the character count in a public reply exceeds the specified limit.
• Field Dependency Filter from André Oliveira (Support)
  • Filters dropdown options by parent field selection in Zendesk tickets. Field Dependency Filter is a Zendesk app that automatically filters dropdown field options in tickets based on parent field selections. This ensures agents only see relevant choices, streamlining ticket creation and reducing errors.
• Tasks for Calendar from Anything, Anywhere (Support)(Paid)
  • Smart calendar scheduling with AI summaries, Google Meet integration, and real-time team task visibility for managers. Tasks for Calendar transforms your Zendesk workflow with intelligent Google Calendar integration, AI-powered scheduling, and comprehensive team task management. Perfect for support teams, managers, and account executives who need to track commitments and manage workload.

Products with no updates this week

• AI agents - Advanced
• Mobile
• Chat & messaging
• Voice
• Knowledge
• Analytics
• Admin Center
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem

This week's release notes include:

• Support
• Knowledge
• Analytics
• App Marketplace
• Products with no updates this week

Support

New:

Introducing Deletion schedules on Custom objects, which let admins to delete unwanted custom object records systematically without building complex jobs and API calls.

Knowledge

New:

• You can now use your ticket data and generative AI to create a new help center quickly.

Analytics

New:

• AI agent tickets are now available in analytics. They are reflected in your reports and dashboards starting November 9, 2025. To exclude or analyze them, use the Ticket support type attribute.
• Ticket support type and Assignee name filters were added to the Zendesk Support and Zendesk Messaging prebuilt dashboards.
• Analytics dashboards are no longer embedded in the Support > Reporting page as Zendesk is moving towards a unified navigation, and the legacy prebuilt dashboards are approaching their end of life. To find all reporting dashboards, open Zendesk Analytics from the product tray. See Announcing unified navigation across Zendesk products and Migrating legacy Explore dashboards to the new dashboard builder.
• The Queues prebuilt dashboard was joined with Zendesk Omnichannel: Agent productivity dashboard. The unified dashboard is called Zendesk Omnichannel: Agent productivity and queues.

App Marketplace

New:

• Zendesk Agent for Microsoft Copilot from Zendesk (Support)
  • Get Zendesk support directly in Microsoft 365 apps with Copilot. Zendesk Agent for Microsoft Copilot brings AI-powered support directly into the Microsoft 365 apps your employees use most. With Zendesk Agent, employees can get help, submit requests, and manage tickets without leaving the apps they already work in.
• Shopify AI Agent by Adelante CX from AdelanteCX- Zendesk Apps For Enterprises (Support)
  • Solve >80% of your tickets with an agent that works exactly the way you want. Trained like a human rep on your policies and ticket history, fully integrated with Shopify and your stack. It updates orders, checks fulfillment, recommends products, contacts vendors, and resolves 80%+ of tickets automatically.
• Zaplay from Clever Development (Support)
  • Send and receive WhatsApp voice messages with AI transcription and summaries in Zendesk. Zaplay integrates WhatsApp Business with Zendesk to record, play, and transcribe voice messages with AI. It also creates conversation summaries, enables internal notes, and provides reports to boost productivity, speed, and quality.
• Grapevine from Gather Presence (Support)
  • One AI agent that searches across your docs, code, and communication. Enable Grapevine to proactively answer questions in Slack channels, saving even more time by surfacing ticket context when your team needs it. Ask follow-up questions, dig deeper with source citations, and get the information you actually need.
• Agent Co-writer from Swifteq Ltd (Support)(Paid)
  • AI copilot for writing replies, summaries, and translations. Agent Co-writer helps support teams write polished, consistent, and fast replies inside Zendesk. Agents can generate professional messages, instantly summarize long conversations, and translate content when needed without leaving the ticket view.
• Artera from ZENCLAB (Theme)
  • Artera is an elegant, customizable Zendesk theme that turns your Help Center into a branded experience. Designed with a modern layout, it includes a customizable homepage with hero sections, a "Things to Know" content showcase, and flexible footer and social integrations.
• Sunday from Grow Shine Services Private Limited (Theme)
  • Sunday is a Zendesk theme with Dark and Light modes. Users can switch between dark and light modes effortlessly. Built with Zendesk’s Templating API V4 and Generative answers (AI-search).

Products with no updates this week

• Copilot
• AI agents - Advanced
• Mobile
• Chat & messaging
• Voice
• Admin Center
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source Report a problem